Frequently Asked Questions

Select a Question:

How long will my order take to be delivered?
Should I be worried about buying online?
Why should I buy a ring from The Jewellery Company?
What is the best way to determine ring size?
I have received my ordered ring and the finger size is correct as per my order but I have found the size ordered is not fitting me properly.
What quality are The Jewellery Company’s diamonds?
Can I exchange or return earrings for a refund?
Do you offer an engraving service?
Is it possible to have a longer chain than the one you offer?
How do I get my ring repolished?
What if my ring gets stuck on my finger?
Is accidental damage covered in your warranty?
Do you make custom jewellery?
How do I know that a piece of jewellery is really gold?
I have received my order and it hasn't met my expectations. How do I return the order for a refund as per the guaranteed 28 day refund policy?
Please can you clarify what alloy is used in your platinum rings?

Answers:

How long will my order take to be delivered?
We aim to deliver most items within 7-10 working days. More speciailist items will be delivered within 14-28 working days. If, for any reason, there is a delay with your order we will contact you by email as soon as possible.

Should I be worried about buying online?
Not at all. This site uses a ProTX e-commerce payment and security system which is among the most advanced in the industry. This is Verisign secured for your piece of mind.

Why should I buy from The Jewellery Company?
Our jewellery is the same as you will see sold at quality jewellers on the high street. The only difference is the price. We sell the same items for less, in most cases, 40% below the high street price. Please see our reasons to buy from The Jewellery Company.

What is the best way to determine my ring size?
You can pop into any jewellery store and get your finger measured. Alternatively, use one of our ring sizers. This will ensure that your ordered ring will fit perfectly (if measured according to the instructions). Click here to request a free ring sizer pack. We will send it to you by post. Make sure you measure your finger at different times of the day to get the right size. It is best to avoid any remake fees.

I have received my ordered ring and the finger size is correct as per my order but I have found the size ordered is not fitting me properly.
If you order the wrong size ring we can resize it for you for a small fee (providing the ring is returned within 28 days) plus £9.99 delivery if outside the UK.

You can return a ring for a resize by visiting the Returns & Exchanges page in the Customer Support section. Follow the instructions regarding payment and then download the simple form which should be completed and enclosed with the returned ring for a resize following the mailing instructions at the base of the form. You will be contacted by Customer Support once the item has been received back giving full details of the resize and the resize turn round time.

What quality are The Jewellery Company’s diamonds?
Our diamond rings have a minimum quality of Colour H Clarity Si2. The diamond quality of each item is cleary specified for your convenience.

Can I exchange or return earrings for a refund?
Unfortunately, due to hygiene implications, all earrings are non-returnable.

Do you offer an engraving service?
Customised items are non-returnable. If we were to engrave an item this would be deemed as customised and, therefore, non-returnable. Due to this we do not offer an engraving service.

Is it possible to have a longer chain than the one you offer?
All our neckware is available in the sizes shown. We are unable to offer other lengths.

How do I get my ring repolished?
We do offer a clean and repolishing service for rings that have been bought from our website. Please email customer support for further details.

What if my ring gets stuck on my finger?
If your ring gets stuck on your finger add a little soap or hand cream, and it should come off easily. If your finger gets injured and swells, the ring can be cut off using a ring cutting tool. You will not have to lose a finger!

Is accidental damage covered in your warranty?
No. Please consult your home insurance company for this.

Do you make custom jewellery?
No.

How do I know that a piece of jewellery is really gold?
All our jewellery 9ct or 18ct gold and is British hallmarked to show its content.

I have received my order and it hasn't met my expectations. How do I return the order for a refund as per the guaranteed 28 day refund policy
Yes, our 28 Day Money Back Guarantee means that you can return the item for a full refund providing it is returned to us unused, in it’s original packaging, within 28 days of receipt. By unused we mean, not scratched or worn in any way other than that expected when initially trying it on.

You can return an item by visiting the Returns & Exchanges page in the Customer Support section. This simple form will need to be printed and completed. Once the form has been completed enclose it with the goods to be returned following the mailing instructions at the base of the form. You will be contacted by Customer Support once the returned item has been received back giving full details of your refund.

Please can you clarify what alloy is used in your platinum rings?
Like platinum rings on the high street, the alloy used in all of our bands is Cobalt (5%). Cobalt helps to make the hard platinum metal workable in jewellery manufacture.